A down side to running a call center is the high turnover in the operators who answer calls. As an alternative, some companies have turned to “homeshoring.” Rather than have operators come to a call center, the company uses technology to route calls to the operators at home. Recent analysis shows that, compared to the usual staff, home-based operators are older (presumably more mature), have 5 to 10 more years of work experience, and stay on the job longer.12
(a) What is the probability that a home-based operator stays for more than a year and has a college education? Identify any assumptions that you make and offer some justification.
(b) What is the probability that a college-educated operator at a call center stays for two years? Again, note your assumptions.

  • CreatedJuly 14, 2015
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